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ADA - The Chat Assistant that we need
What do you like best about the product?
ADA is easy to use and easy to understand how their system works. The way how to set up the automated answers is also easy to do since the options such as text box, videos, and images can be dragged and dropped to the chat flow plus the actions available make the chat flow properly work.
What do you dislike about the product?
The technical terms that we need to understand for the chat flow to work. But once you know those terms, it's going to make the chat flow outstanding.
What problems is the product solving and how is that benefiting you?
Since it automates our customer service responses, and we also have offline hours, it makes our operation work 24 hours a day. In addition, once the chat flows are setup correctly customers will surely get the answers that they need.
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Great chatbot
What do you like best about the product?
The solution is easy and useful and the reports are insightful
What do you dislike about the product?
It does not integrate with ZohoDesk, which is the current platform we're using
What problems is the product solving and how is that benefiting you?
It helps the customers solve their problemas without needing to contact a person, which leads to less waiting times.
Bumpy implementation
What do you like best about the product?
Ada helped our small support team contain most "easy-to-resolve" customer inquiries, freeing-up more time for agents to go through our backlog.
What do you dislike about the product?
Ada's implementation and maintenance was quite heavy lift. Generating more complex intents was sometimes challenging and frustrating, as it required a good level of technical knowledge of how the product works (in terms of placeholders, APIs etc). Also, the integration with Zendesk could be a lot better and easier to implement.
Finally, we didn't have the best experience with our implementation specialist who didn't seem to understand what we really needed in technical terms, and was more interested in rushing through the implementation to make sure he was meeting their schedule.
Finally, we didn't have the best experience with our implementation specialist who didn't seem to understand what we really needed in technical terms, and was more interested in rushing through the implementation to make sure he was meeting their schedule.
What problems is the product solving and how is that benefiting you?
Mostly, Ada helped us with high containment rates. It helped customers self-service a lot better and de-escalate repetitive inquiries.
AI Community
What do you like best about the product?
Since starting with Ada over 2.5 years ago, we've had a fantastic relationship with the team. We've always gained their upmost support, encouragement and guidance. We've worked hard with Ada, to get to a high containment rate which we are extremely happy with.
Our Success Manager, Emillee, has seen us through some challenges with transparancy and been there at every step to ensure our success. This included the implementation process in the beginning and added features since, making sure we're always on top and up to date!
We have a chatbot report we complete weekly, along with daily checks, making sure our customers are receiving relevant answers instantly. We also use AR to look out for gaps in our flows, creating any that don't already exist or expanding information in our flows.
We recently received an invitation to Ada slack. Those involved may be in similar or different roles/companies, yet we all share our experiences, knowledge and idea's on this great platform. What a way to bring people together!
My personal favourite thing about Ada, is the willingness and openness for challenge. We have pitched some idea's/suggestions in the past, and the team have taken it away for development. What a way to gain customer satisfaction!
Our Success Manager, Emillee, has seen us through some challenges with transparancy and been there at every step to ensure our success. This included the implementation process in the beginning and added features since, making sure we're always on top and up to date!
We have a chatbot report we complete weekly, along with daily checks, making sure our customers are receiving relevant answers instantly. We also use AR to look out for gaps in our flows, creating any that don't already exist or expanding information in our flows.
We recently received an invitation to Ada slack. Those involved may be in similar or different roles/companies, yet we all share our experiences, knowledge and idea's on this great platform. What a way to bring people together!
My personal favourite thing about Ada, is the willingness and openness for challenge. We have pitched some idea's/suggestions in the past, and the team have taken it away for development. What a way to gain customer satisfaction!
What do you dislike about the product?
We often raised issues, not knowing there was a page/trigger for this to be notified. We've since been added. We also mentioned we would have loved more in person training/on call. In fairness, after mentioning this, the team always jumped on calls as soon as they could to assist.
What problems is the product solving and how is that benefiting you?
We had a hefty SLA on socials which always left us chasing each platform to bring up to date. We wanted to releive pressure from our CS team, allow customers to self-serve and gain immediate help. After we acheived this, we moved on to more features and more complex builds for an even better customer experience.
Well designed chatbots for any business
What do you like best about the product?
Best-in-class chatbot that looks great and performs well. The builder platform has a drag-and-drop blocks design that makes building the chatbot a logical, intuitive, and efficient experience. Ada integrates well with Zendesk, so if you are using Zendesk, it is a perfect match.
What do you dislike about the product?
If you have multiple chatbots on contract with Ada. The chatbots don't connect or aggregate data in any way. this makes for a disjointed experience. In a world where every application has an open API, Ada charges a lot for access to their data API. Pre-built integration are also a little lacking.
What problems is the product solving and how is that benefiting you?
Ada contains and deflects a lot of customer inquiries that would normally go to our support team. It allows our customers to ask specific questions and get the answers they need quickly and efficiently.
Easy Building, Murky Data
What do you like best about the product?
I love how accessible Ada is: When I started managing our bot, Ada Academy made onboarding easy and comprehensive. In my day-to-day, Building Blocks make answer-building straightforward and even fun! I've also found our rep, Gina, to be very attentive.
What do you dislike about the product?
I rely heavily upon Ada's reports to identify training opportunities and report to higher-ups. When gathering data, I often see conflicting numbers, which makes it hard to measure the effectiveness of the bot. These cases have been escalated to your Developers in two separate tickets, but have not seen any follow-up.
We have also experienced some major bugs within our ZD <> Ada live chat integration. Gina and Francisco have worked hard to do resolve what they can in real time. However, we are still unable to pass over chatter identifiers to ZD, so the agent do not know who they are speaking with when accepting a chat. This has also resulted in an ongoing ticket with the Ada Team and a delayed launch of live chat support.
We have also experienced some major bugs within our ZD <> Ada live chat integration. Gina and Francisco have worked hard to do resolve what they can in real time. However, we are still unable to pass over chatter identifiers to ZD, so the agent do not know who they are speaking with when accepting a chat. This has also resulted in an ongoing ticket with the Ada Team and a delayed launch of live chat support.
What problems is the product solving and how is that benefiting you?
Ada addresses frequently asked questions and allows Betterment customers to self-service, thus deflecting ticket volume for our human support team. Because of Ada, we no longer have to hire & train new full-time agents. Instead, we are able to retain our team of ~35 by making their workload more manageable.
We are working to use live chat to increase revenue (live chat rollover support = customers move their money to Betterment in real-time). However, as mentioned earlier, this use case has not been fully launched due to ongoing Ada <> ZD integration issues.
We are working to use live chat to increase revenue (live chat rollover support = customers move their money to Betterment in real-time). However, as mentioned earlier, this use case has not been fully launched due to ongoing Ada <> ZD integration issues.
Easy to understand and work with!
What do you like best about the product?
- Easy to integrate with other systems
- Easy to create answer flows
- The appearance, it's very customer friendly
- The support, always available
- Easy to map and sort answers
- Great overview, easy to orientate
- Easy to create answer flows
- The appearance, it's very customer friendly
- The support, always available
- Easy to map and sort answers
- Great overview, easy to orientate
What do you dislike about the product?
- I find that the reports/statistics are a bit tricky to understand, or fully accurate
For example: Checking popular answers it does not match with what I see in conversations
-Some phrases or texts are not editable. E.g "Please rate my chat" or the text in the satisfaction survey
- Widgets not showing directly in chat, the customers need to do extra steps to activate it (extra click)
- Auto-translations are affecting answer flows with a list option block. E.g if I have a Japanese answer flow written in English the options will automatically be translated and then it does not match the conditional blocks.
- The messenger flow isn't as nice as the regular flow (Chatbot on the website)
- Difficult to actually know how an answer is performing
- When I'm in an answer flow and switch language I automatically end up at the bottom of the answer flow, I would rather stay at the top of the answer flow when switching language
For example: Checking popular answers it does not match with what I see in conversations
-Some phrases or texts are not editable. E.g "Please rate my chat" or the text in the satisfaction survey
- Widgets not showing directly in chat, the customers need to do extra steps to activate it (extra click)
- Auto-translations are affecting answer flows with a list option block. E.g if I have a Japanese answer flow written in English the options will automatically be translated and then it does not match the conditional blocks.
- The messenger flow isn't as nice as the regular flow (Chatbot on the website)
- Difficult to actually know how an answer is performing
- When I'm in an answer flow and switch language I automatically end up at the bottom of the answer flow, I would rather stay at the top of the answer flow when switching language
What problems is the product solving and how is that benefiting you?
- Customer service 24/7, we don't need extra employees working evenings since Ada can support them with most common questions (does not apply during peak season).
- Above also increases our customer experience
- Above also increases our customer experience
Working with an AI BOT
What do you like best about the product?
It can be super simple to get started with low code requirements, their nack for evolution
What do you dislike about the product?
Limitations with integration into systems
What problems is the product solving and how is that benefiting you?
Ada is providing our customers an additional channel for support and answers to their issues. The benefits are that there's 24/7 support for customers for whichever query they may have.
Easy Implementation and Maintenance & Excellent Client Service
What do you like best about the product?
The monthly communication and implementation team are best in class. Setting up our bot was an incredibly enjoyable process with an excellent dedicated guide from ADA. Couldn't have asked for more in the implementation. The ongoing monthly support and availability for questions has been like no other vendor experience.
What do you dislike about the product?
We've yet to experience a downside, even things we are hoping for improvement on are accounted for and circled back with a product roadmap or other update
What problems is the product solving and how is that benefiting you?
Helping with first line responses leveraging FAQs where people are otherwise not willing to read through the full FAQ. Also providing intake points for specific data so when the inquiry gets to a rep we are starting with full information.
I recommend ADA here's why
What do you like best about the product?
How customizable flows and answers are. The ability to use API customizations and integrations to gain insights and capabilities with your sites and internal data.
What do you dislike about the product?
Too little data can be pulled by some API calls or Integrations. For example, Zendesk Dashboard. ADA can't see the status of chatters or how many chats they currently have, making assigning conversations to multiple groups difficult.
What problems is the product solving and how is that benefiting you?
Creating self-serve opportunities is of great importance to our business. It reduces agent engagement, and attempted troubleshooting with the bot reduces interaction time when it does reach a live agent.
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